Senior Manager, Customer Strategy

{"description": " Senior Manager - Customer Strategy
Sydney based | Permanent | Fulltime | 50 % office attendance

Reports to: Executive Manager Customer Strategy.
Team: The Customer Strategy team (you, another team member and the Executive manager) works closely with other teams Group Research & Insights.

See yourself in the team:

The Customer Strategy & Insights team, within Group Marketing, plays a central role in shaping how CommBank delivers great customer outcomes at scale. We work directly with senior leaders across the Group to improve customer journeys and drive progress towards our NPS+30 ambition.

This role offers a rare opportunity to build and embed the Journeys system-our enterprise-wide approach to understanding, prioritising and improving customer outcomes. You will operate at the centre of this transformation, partnering with senior stakeholders to solve complex, cross-Group challenges and influence how the organisation makes decisions.

In this role, you will:

• Shape and evolve the Journeys system, including its underlying methodology and application across the Group - from the journey taxonomy through to CX measurement and reporting
• Embed the system at scale, working directly with GM and EGM stakeholders to drive adoption and behavioural change across priority journeys
• Influence the Group's customer agenda, contributing to Board- and Executive-level narratives on customer performance and priorities
• Shape the development of systems beyond Journeys, such as the new trust and reputation framework

You will be part of a small, high-performing team with a strong focus on impact, structured problem-solving and continuous development.

Your responsibilities:

Build and evolve the Journeys system

• Further develop and refine the Journeys methodology, including how we measure, diagnose and prioritise customer experience improvements
• Translate complex customer data and insights into clear, structured frameworks that guide decision-making; this often requires stitching together multiple data sets to develop insights
• Create scalable toolkits and approaches that can be adopted consistently across the Group
• Influence senior stakeholders by distilling complex and ambiguous information into clear, compelling narratives

Drive enterprise-wide embedding

• Develop clear, compelling materials for senior stakeholders on customer experience, insights and priorities
• Partner to embed the Journeys system into business units, influencing how teams prioritise and deliver change.
• Support Product & Channel owners to deliver CX enhancements by ensuring the appropriate trade-off between customer and commercial outcomes.
• Lead structured problem-solving to identify key customer breakpoints and define actionable improvement plans

Leadership and team contribution

• Contribute to a high-performing team passionate about improving CX for our customers
• Build constructive, collaborative relationships with Product and Channel owners across the Bank.
• Build effective relationships with key suppliers to deliver better outcomes for customers and business partners
• Role model high standards, curiosity and a strong focus on impact

Risk Management

• Effective role-modelling and leadership of Risk Culture within the business unit.
• Ensure implementation of the Group's Risk Management Approach including adherence with policies; and the design, implementation, and testing of controls, including business continuity planning.

Your skills and experience:

We are looking for candidates with a strong consulting or strategy background who are comfortable operating in ambiguity and driving enterprise-wide impact.

• Experience in top-tier consulting, strategy or transformation roles, ideally with exposure to large, complex organisations
• Strong structured problem-solving skills, with the ability to break down ambiguous problems and develop clear, actionable solutions
• Proven ability to create methodologies, frameworks or toolkits that scale across business units
• Exceptional executive communication and storytelling skills, including experience preparing and presenting to senior stakeholders
• Demonstrated ability to influence senior stakeholders across the Group (GM/EGM level)
• Experience leading or contributing to large-scale transformation or customer experience initiatives
• A track record of operating with high standards, ownership and a focus on delivering measurable impact, whilst contributing towards a great team culture

Why this role:

• Enterprise-wide impact: Work across the full breadth of the Group with visibility into end-to-end customer outcomes
• Build and scale something new: Shape and embed a system that is changing how the organisation operates
• Senior exposure: Direct engagement with senior stakeholders across the Group and ability to shape narratives presented to EGM, Group Executive and Board audiences
• Tangible customer impact: Influence how thousands of employees deliver exceptional outcomes for customers
• High-performance environment: Join a small, ambitious team focused on meaningful impact, continuous development and strong coaching support

If this sounds interesting to you, apply now.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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